Customer Experience Manager

Harbour Air; Richmond; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the aviation sector seeks a Customer Experience Manager to enhance customer interactions across multiple touchpoints. The ideal candidate will have extensive experience in customer service and leadership, with a passion for improving customer journeys. Responsibilities include overseeing the Customer Contact Centre, managing escalated inquiries, and developing strategies for a seamless customer experience. Join a team committed to innovation and sustainability in the travel industry.

Benefits

Full medical and dental benefits

Industry perks including interline flight support

Qualifications

• At least 5 years in customer service, with 1+ in leadership.
• Understanding of the travel industry is desirable.

Responsibilities

• Oversee the Customer Contact Centre, ensuring efficient booking processes.
• Lead team managing escalated inquiries, ensuring prompt resolution.
• Develop strategies to enhance the customer journey.

Skills

Leadership

Communication

Analytics

Time Management

Education

Bachelor’s degree in tourism, business, economics

Tools

Microsoft Office

Job description

Join to apply for the Customer Experience Manager role at Harbour Air

Reporting to the Head of Digital and Customer Experience (D&CX), the Manager, Customer Experience (CX) is a highly collaborative role responsible for creating and maintaining a consistent, efficient, positive end-to-end customer experience. The ideal candidate is passionate about customer service, driving efficiency, and has a keen eye for continual improvement.

The Manager, CX oversees three major customer touchpoints: 1) Customer Contact Centre (CCC), which handles all retail and third-party customer requests; 2) Customer Care, managing escalated concerns and regulatory responses; and 3) In-journey experience, defining policies and procedures for the Harbour Air experience. In partnership with the Senior Leadership Team and Operations, this role develops strategies to enhance the overall customer journey.

Work Hours: Office hours with weekends and evenings as needed

Location & Department: [Details not specified], Department: Commercial

Compensation: Competitive salary, full medical and dental benefits, and industry perks including interline flight support

Responsibilities and Expectations

Customer Contact Center

• Oversee the Customer Contact Centre, including Supplier Support, handling all retail and third-party requests.
• Ensure efficient booking/reservation processes and staff training.
• Leverage technology to improve customer interactions.
• Manage staffing levels during peak periods.
• Lead, motivate, and develop the team, setting targets and providing feedback.
• Manage staff travel functions, including standby and interline travel administration.

Customer Care Management

• Lead team managing escalated inquiries, ensuring prompt and professional resolution.
• Monitor and assess service quality.
• Analyze customer feedback and implement improvements.

Customer Journey, Policies, and Procedures

• Develop strategies to streamline and enhance the customer journey.
• Collaborate on loyalty strategies and ensure regulatory compliance.
• Work with Ground Ops for consistent traveler experiences.
• Partner with Digital teams to optimize digital customer interactions.

Collaborative Initiatives and Projects

• Align customer experience initiatives with business goals across departments.
• Represent the D&CX team in cross-functional projects.
• Lead projects as required.

Qualifications / Assets

Ideal Experience

• At least 5 years in customer service, with 1+ in leadership, preferably in aviation, travel, or hospitality.
• Strong Microsoft Office skills and willingness to learn new software.
• Understanding of the travel industry is desirable.

Education

• Bachelor’s degree in tourism, business, economics, or related field.

Critical Capabilities

Leadership

• Proven management skills and ability to inspire teams.
• Experience leading cross-functional projects.
• Good judgment and decision-making skills.
• Ability to lead through change.

Communication

• Excellent written and oral communication skills.

Analytics

• Ability to analyze data and derive insights.

Time Management

• Excellent organizational skills to manage multiple priorities.

About Harbour Air

North America's largest seaplane airline, offering scheduled flights, charters, and tours in BC and Seattle. Committed to sustainability and innovation, including operating a fully electric aircraft. More at www.harbourair.com.

Application Process

Send your resume and cover letter quoting 24-63 Manager Customer Experience to the provided email. Only shortlisted candidates will be contacted.

Harbour Air values diversity and is committed to an inclusive, accessible recruitment process. Accommodation requests are welcomed.